It was our first wedding anniversary (we married on the 4th of July of last year) and we were going to spend part of it at the Wynn Hotel in Las Vegas. Our 5 star hotels were chosen by Hotwire. So, it is gambe whether you get an elegant 5 star like the Venetian or an overrated dump like the Wynn. We had the whole weekend planned out from beginning to end.
When we arrived at 3 p.m., our Wynn clerk, Christina, said the the rooms were not ready. She said she did not when the rooms would be ready. It could be ready at 6 p.m. or 9 p.m. I explained to her that we have a dinner set and an expensive show to attend. My wife needed time to get ready. She didn't seem to care at all. Then, with a straight face, Christina tried to bully us into paying an additional $100 for an upgraded room or face undetermined amount of hours of waiting in the lobby. I had to do a second take on that one. This was insulting and not what I had in mind when I pre-purchased 5 star services through Hotwire.
At check out, I wanted to get a copy of the recepit showing the time I checked in. Christina and the Wynn staff said they could see it one the screen, but they made sure to tell me that they could not print it out. So, the only proof that I stayed at the Wynnn was through Hotwire and not through the Wynn. This was just as unsulting as check-in and not a reflection of their 5 star rating. We had to move the dinner and lose out on the expensive show.
What really infuriated me was when I waiting in the lobby and began talking to other waiting guests. They were Hotwire guests too! I know they purchased their reservations through Hotwire because I personally talked to them. Wynn treats their Hotwire guests as second class guests.
Then, you go to the room and wonder what all that waiting was for. The room was not a 5 star room. It was more like a 3 or 4. I know 5 star rooms. The Wynn does not even come close to the Venetian, a true 5 star Las Vegas hotel. It looks like someone threw up orange and built a tacky hotel around it. I even saw trashy prostitutes waiting for their jons at the gambling tables near the parking lot entrance.
After my wife stopped crying, we tried to enjoy the little time we had left in our anniversary. Despite Christina and the Wynn staff, we managed to have an OK time. However, we will never forget how we were treated by incompetent staff who could care less about quality customer service that should be part of a 5 star establishment.
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